In line with His Highness Sheikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai’s mission to achieve a happier society, Majid Al Futtaim—the leading shopping mall, retail and leisure pioneer across the Middle East and North Africa—is enhancing its customer service to create great moments for everyone, every day.

With the objective to deliver a premium experience for visitors, the training sessions are tailor-made to better assist customers and also improve internal working relationships. Majid Al Futtaim is offering a specially designed 20-hour training program to its 100 team members across all its Dubai, Oman and Bahrain shopping destinations.

“Customer service is at the heart of Majid Al Futtaim’s DNA and is crucial to the continued success of our malls. As an employer of choice, we are proud to invest in our talented employees, further enhancing their skills set. This customized training is rolling out across all our portfolio of malls in Dubai, Oman and Bahrain, and we are hoping our visitors will appreciate even more the outstanding service they get when shopping in a Majid Al Futtaim lifestyle destination," said Fuad Mansoor Sharaf, Senior Director – Property Management, Shopping Malls for Majid Al Futtaim properties.

The Customer Service team will be going through a specially designed training program called ‘the skill chart’, which was introduced by Human Resources experts from the United Kingdom. The training consists of 20 hours separated into 10 chapters, each covering different customer service related subjects.

One of the training’s chapters focuses on how to resolve and de-escalate conflicts and how to tailor communication according to cultural differences. In this aspect the Majid Al Futtaim Customer Service teams are amply prepared with staff fluent in more than 11 languages including Arabic, English, Hindi, Tagalog, Chinese, Russian, French, Belarusian, Spanish, Turkish, Swahili.

The situations faced by the team are rewarding but can be challenging; from helping to find a child, a wedding ring, a phone, an amount of money, or helping a visitor struggling with language barriers, helping a tourist find their way in Dubai, assisting a visitor with car troubles to encouraging a visitor to participate in a raffle draw and then witnessing his life change when he wins a brand new luxury car, the team has handled a wide range of unforgettable and happy moments.

As well as handling unique situations the team must be well-versed on everyday questions that require confident knowledge of their surroundings such as information on free shuttle bus services, ongoing mall promotions, sales and campaigns, free wheel chair services, free Wi-fi connection, as well as queries about leasing and return policies. They give advice on the vast mall directories, but also offer advice and suggest the right shops based on their needs. They also provide tourists with suggestions of activities in and around Dubai and go the extra mile to offer their support to mall retailers with customer relations.